Sr. Analyst - Process Analytics - FCRM
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Inviting applications for the role of Management Trainee/Assistant Manager - Cardholder support As a Team lead in our Fintech Card Services contact center you will serve as a key support role between agents and management while maintaining your own customer service responsibilities. This position requires you to balance handling a reduced queue of customer interactions with providing floor support mentoring and assistance to a designated team of agents who handle voice chat and email inquiries for the client's card programs. You will help ensure service quality standards are maintained while supporting team performance to meet established metrics. Responsibilities: - Handle customer interactions professionally ensuring quality issue and complaint resolution - Navigate multiple systems and tools simultaneously while engaging with customers in real-time phone conversations - Apply critical thinking to determine root causes and provide immediate resolution while on live calls - Process transaction dispute intake and claims according to established procedures - Assist customers with card activations account inquiries and general product support over the phone - Document all customer interactions accurately in the CRM system - Meet or exceed call productivity metrics including handle time first call resolution and quality standards - Identify and escalate complex voice interactions when appropriate - Report trending call issues that impact customer experience to management - Adapt quickly to process changes and new information while maintaining call quality
Qualifications
Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science
Certifications
Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB)Professional School of Indian Banking (PSIB), Certified Fraud Examiner (CFE) - ACFEACFE, Certified Risk Professional (CRP) - UdemyUdemy
Required Skills
Ab Initio, Ab Initio, Agile Methodology, Alteryx, Collaboration Tools, Data Integration, Data Modeling, Demand Forecasting, Design Thinking, Executive Presence, High Volume Replication, Inclusion, Informatica PowerCenter, Matillion ETL, Microsoft Excel, Microsoft Power BI, Microsoft Visual Basic for Applications, Oracle Data Integrator (ODI), Personal Effectiveness, Python (Programming Language), SAP BO Data Services (BODS), SnapLogic, Statistics, Storytelling, Tableau (Software) {+ 1 more}
Language
English
Language Proficiency -
Upper Intermediate - B2
Additional Job Location -
Job Type
Regular
Master Skill List -
Process Analytics - FCRM
Remote Type -
Office
Work Shift -
Rotating (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
